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british sodding gas 2 - boiler repairs
I requested a visit from BG to diagnose a fault with my boiler.
The boiler was 8 years old and so I wasnt prepared to spend a great amount on fixing it, I'd rather put the money towards a new boiler.
I was told the cost would be £69 for a visit of upto 30minutes. I was happy with this and stressed that I did not want any longer than 30mins.
The engineer attended on 20th May, he was great, diagnosed the problem, gave me a price for fixing it and off he went.(within 30mins - as his receipt clearly showed).
2 weeks later, I checked my bank statement and £189 has been taken from my account.
I informed BG on 9th June, they checked the log of the service visit, the time was showing clearly as 10minutes. I was told someone would ring me back.
Nothing happened, I've lodged a complaint, still no-one has called.
The person who answered the call has directly e-mailed the person dealing with the case and his manager. Still no-one has called me.
What gives BG the right to take my money and keep it as long as they wish, would I not receive red bills and then a letter from a debt collecting agency if the roles were reversed?
ALSO - please check your statements if you have used this service.
The boiler was 8 years old and so I wasnt prepared to spend a great amount on fixing it, I'd rather put the money towards a new boiler.
I was told the cost would be £69 for a visit of upto 30minutes. I was happy with this and stressed that I did not want any longer than 30mins.
The engineer attended on 20th May, he was great, diagnosed the problem, gave me a price for fixing it and off he went.(within 30mins - as his receipt clearly showed).
2 weeks later, I checked my bank statement and £189 has been taken from my account.
I informed BG on 9th June, they checked the log of the service visit, the time was showing clearly as 10minutes. I was told someone would ring me back.
Nothing happened, I've lodged a complaint, still no-one has called.
The person who answered the call has directly e-mailed the person dealing with the case and his manager. Still no-one has called me.
What gives BG the right to take my money and keep it as long as they wish, would I not receive red bills and then a letter from a debt collecting agency if the roles were reversed?
ALSO - please check your statements if you have used this service.
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Comments
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There seem to be a LOT of posts about problems with British Gas! Perhaps there is a lesson in this ?0
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Have you told your bank?0
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This post is 6 weeks old.0
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So how is that relevant?gazjoneswales wrote: »This post is 6 weeks old.0 -
The engineer should have left a chargeable work agreement with you (signed by yourself) clearly stating that it is an on call assist 30 job (up to 30 mins, £69 standard diagnostic fee). Therefore they shouldn't be able to charge you for the next tier (yet they clearly have). Don't know if this has been resolved yet but just keep harrassing them, book a complaint job if need be, and the engineer's manager should be able to fast track it to get it resolved.0
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Provided you have WRITTEN proof that you limited the cost to £69, you can instruct your bank to reverse the payment within 30 days of the visit.
Now you know why BG were fined £2,500,000 for the pathetic way in which they handle complaints.
You should also send a complaint in writing ( email will do ) about the way this went, demand money back and compensation for your loss of time.
Do NOT phone them; you need proof in the first place, and they will lie to you on the phone.0 -
Does not need written proof. The bank should accept the customer's word for this. It is up to BG to prove that the money was owed - not for the customer to prove it was not.Provided you have WRITTEN proof that you limited the cost to £69, you can instruct your bank to reverse the payment within 30 days of the visit.
Please don't invert responsibilities here!Hi, we’ve had to remove your signature. If you’re not sure why please read the forum rules or email the forum team if you’re still unsure - MSE ForumTeam0 -
Provided you have WRITTEN proof that you limited the cost to £69, you can instruct your bank to reverse the payment within 30 days of the visit.
Now you know why BG were fined £2,500,000 for the pathetic way in which they handle complaints.
You should also send a complaint in writing ( email will do ) about the way this went, demand money back and compensation for your loss of time.
Do NOT phone them; you need proof in the first place, and they will lie to you on the phone.
under FSA guidelines, they have 8wks to settle comlplaints,
and the fine wasnt in relation to the boiler section of the business.Promo codes are never always cheaper..... isnt that right EuropCar?0 -
The problem is that you can not legally reverse a payment purely because you changed your mind. Not having proof whilst reversing a payment is risky.DVardysShadow wrote: »Does not need written proof. The bank should accept the customer's word for this.0 -
Agreed. But OP has not changed his mind. This is simply an unauthorised amountThe problem is that you can not legally reverse a payment purely because you changed your mind.
Whereas BG, being a large corporation can charge what they see fit in the first place, without themselves needing proof?Not having proof whilst reversing a payment is risky.Hi, we’ve had to remove your signature. If you’re not sure why please read the forum rules or email the forum team if you’re still unsure - MSE ForumTeam0
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